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Abstract

Details

Journal of Intellectual Capital, vol. 22 no. 1
Type: Research Article
ISSN: 1469-1930

Article
Publication date: 20 August 2020

Yao Sun, Philipp Tuertscher, Ann Majchrzak and Arvind Malhotra

The purpose of this paper is to study how the online temporary crowd shares knowledge in a way that fosters the integration of their diverse knowledge. Having the crowd…

Abstract

Purpose

The purpose of this paper is to study how the online temporary crowd shares knowledge in a way that fosters the integration of their diverse knowledge. Having the crowd integrate its knowledge to offer solution-ideas to ill-structured problems posed by organizations is one of the desired outcomes of crowd-based open innovation because, by integrating others’ knowledge, the ideas are more likely to consider the many divergent issues related to solving the ill-structured problem. Unfortunately, the diversity of knowledge content offered by heterogeneous specialists in the online temporary crowd makes integration difficult, and the lean social context of the crowd makes extensive dialogue to resolve integration issues impractical. The authors address this issue by exploring theoretically how the manner in which interaction is organically conducted during open innovation challenges enables the generation of integrative ideas. The authors hypothesize that, as online crowds organically share knowledge based upon successful pro-socially motivated interaction, they become more productive in generating integrative ideas.

Design/methodology/approach

Using a multilevel mixed-effects model, this paper analyzed 2,244 posts embedded in 747 threads with 214 integrative ideas taken from 10 open innovation challenges.

Findings

Integrative ideas were more likely to occur after pro-socially motivated interactions.

Research limitations/implications

Ideas that integrate knowledge about the variety of issues that relate to solving an ill-structured problem are desired outcomes of crowd-based open innovation challenges. Given that members of the crowd in open innovation challenges rarely engage in dialogue, a new theory is needed to explain why integrative ideas emerge at all. The authors’ adaptation of pro-social motivation interaction theory helps to provide such a theoretical explanation. Practitioners of crowd-based open innovation should endeavor to implement systems that encourage the crowd members to maintain a high level of activeness in pro-socially motivated interaction to ensure that their knowledge is integrated as solutions are generated.

Originality/value

The present study extends the crowd-based open innovation literature by identifying new forms of social interaction that foster more integrated ideas from the crowd, suggesting the mitigating role of pro-socially motivated interaction in the negative relationship between knowledge diversity and knowledge integration. This study fills in the research gap in knowledge management research describing a need for conceptual frameworks explaining how to manage the increasing complexity of knowledge in the context of crowd-based collaboration for innovation.

Details

Journal of Knowledge Management, vol. 24 no. 9
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 3 October 2019

Arvind Malhotra and Ann Majchrzak

The purpose of this study is to offer implications and future research directions related to new organizational forms like crowds. Organizations are increasingly relying…

Abstract

Purpose

The purpose of this study is to offer implications and future research directions related to new organizational forms like crowds. Organizations are increasingly relying on online crowds to innovate through mechanisms such as crowdsourcing, open innovation, innovation challenges and tournaments. To leverage the "wisdom of crowds", crowdsourcing platforms that enable heterogeneous knowledge sharing in crowds lead to novel solution generation by individuals in the crowd. Based on the associative variety memory model of creativity, the authors hypothesize that when a crowd contributes a heterogeneous knowledge in form of a variety of knowledge associations, individual crowd members tend to generate solutions that are more novel. In contrast to the brainstorming view that focuses on ideas as knowledge, the authors propose, test, find and elaborate on implications of crowd sharing of heterogeneous knowledge for the generation of innovation, i.e. novel ideas. The authors coded and analyzed all the posts in 20 innovation challenges leveraging online temporary crowds that were structured to foster knowledge sharing as part of the idea generation process. The analysis shows a positive relationship between the variety of knowledge associations contributed by the crowd and the generation of novel solutions by individuals in the crowd. Further, the variety of knowledge associations contributed by the crowd has a stronger relationship with novel solution generation than the number of associations generated by the crowd, i.e. variety of knowledge has a greater impact than either the quantity of knowledge or the number of solution-ideas shared. The authors offer four implications and several future directions for research on the new organizational form of online crowds.

Design/methodology/approach

The authors coded and analyzed all the posts in 20 innovation challenges. They also designed and ran these challenges in collaboration with corporate sponsors. The ideas in the challenge were rated by senior executive at each company using a creative forecasting method.

Findings

The variety of knowledge associations contributed by the crowd has a stronger relationship with novel solution generation than the number of associations generated by the crowd, i.e. variety of knowledge has a greater impact than either the quantity of knowledge or the number of solution-ideas shared.

Research limitations/implications

The authors offer four implications and several future directions for research on the new organizational form of online crowds.

Practical implications

The authors propose several ways in which companies running innovation challenges can moderate and encourage crowd to generate a variety of knowledge.

Originality/value

The authors believe that we are the first empirical paper to emphasize and show that associative variety of knowledge sharing in crowds has impact on novel idea generation by crowds. This view is counter to "electronic brainstorming" view where crowd is asked to just generate these ideas and often just submit their ideas to the sponsor. Their view also goes beyond knowledge refinement of ideas by crowds to more of knowledge integration by crowds.

Details

Journal of Knowledge Management, vol. 23 no. 8
Type: Research Article
ISSN: 1367-3270

Keywords

Abstract

Details

International Marketing Review, vol. 39 no. 3
Type: Research Article
ISSN: 0265-1335

Article
Publication date: 2 February 2018

Fayiz Dahash Shrafat

The potential for the adoption of a knowledge management system (KMS) is becoming a crucial matter in small and medium enterprises (SMEs); however, there is a scarcity of…

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Abstract

Purpose

The potential for the adoption of a knowledge management system (KMS) is becoming a crucial matter in small and medium enterprises (SMEs); however, there is a scarcity of studies related to KMS adoption in SMEs. Therefore, the purpose of this paper is to advance further our understanding of the factors that influence the KMS adoption process among SMEs.

Design/methodology/approach

The collected sample size was 247 respondents. For statistical analysis, Smart partial least square (PLS) (a structural model-based tool) was used to build, run and validate the process model. PLS regression techniques were used to analyze the latent constructs. Smart PLS exhibits both the measurement model and the structural model.

Findings

The results indicate that knowledge management capabilities, knowledge sharing, organizational learning capabilities and IT capabilities are the significant factors which influence KMS adoption. This study also identifies some unexpected results.

Research limitations/implications

The number of responses obtained from the survey was rather small. However, a larger number of responses would probably have resulted in a more accurate finding. Additionally, this study should be verified via a larger sample to increase its generalization.

Practical implications

The result of this study will provide SMEs with valuable guidelines to better understand what factors should be considered as highly important and thus providing decision makers and managers with valuable insights to increase the adoption level of KMSs.

Originality/value

The study addresses the research gap by developing and empirically validating a research model of KMS adoption from a different perspective that incorporates critical issues which have never been simultaneously examined.

Article
Publication date: 22 February 2013

Arvind Malhotra and Claudia Kubowicz Malhotra

The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as…

4733

Abstract

Purpose

The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as deterrents of switching.

Design/methodology/approach

A thorough literature review coupled with two focus group interviews provided the impetus for the design and development of a survey instrument that was then administered to graduate and undergraduate students in the Southeast USA.

Findings

The paper finds that: mobile service quality (m-SERVQUAL) is a significant detractor of switching intentions of customers – if customers perceive their provider to be innovative, they are less likely to switch to another provider; the perception of being innovative is equally as important as the perception of the service quality delivered by the provider; hard lock-in (unreasonable contract length) leads customers to increase their intention to switch, which is completely counter to its intended purpose; and service quality perceptions and perceptions of the innovativeness of the company positively impact consumers ' intent to buy more add-on services.

Practical implications

Delivering high service quality as well as being perceived as an innovator are key determinants in reducing consumer switching. Each has a unique role to play, but understanding the impact of the interplay between them is critical. Important innovation factors for providers include creating new services, especially data services, and working with hardware manufacturers to provide new phone models more frequently. Lastly, hard lock-in (e.g. long contracts, contract breaking fees, etc.) may backfire with a higher reported propensity to switch in the long run.

Originality/value

The study draws attention to the importance of innovation in retaining customers. Counter to the literature, it also finds that hard lock-ins may be detrimental in the long run and a practice to be avoided.

Details

Journal of Services Marketing, vol. 27 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 August 2004

Arvind Malhotra and Ann Majchrzak

This paper provides an insight into how companies faced with hypercompetitive environments are leveraging their globally dispersed knowledge resources through far‐flung…

6699

Abstract

This paper provides an insight into how companies faced with hypercompetitive environments are leveraging their globally dispersed knowledge resources through far‐flung teams. Far‐flung teams are virtual teams that are multi‐unit/multi‐organizational, multi‐functional, globally dispersed and conduct their interdependent activities mainly through electronic media with minimal or no face‐to‐face interactions. A multi‐phase multi‐method study of 55 successful far‐flung teams. The first phase followed a highly successful far‐flung team over a period of ten months. The second phase involved survey participation from members of several far‐flung teams in multiple companies across multiple industries. Distinct communication and knowledge sharing norms emerge in successfuly far‐flung teams. Four different types of IT support are required for task coordination, external connectivity, distributed cognition and interactivity. The communication and knowledge sharing norms that emerged can be used to test impact on failure/success of other far‐flung teams. The impact of each of the four disctinct types of IT support has to be taken into account when studying far‐flung teams. Teams have to achieve a strategic fit between task characteristics, team composition and information technology support to overcome the barriers to knowledge sharing and successful creation of new knowledge in extreme environments faced by far‐flung teams. This paper takes an extensive multi‐methodology empirical approach to exploring successful far‐flung teams. It provides a theoretical model for future research on far‐flung teams.

Details

Journal of Knowledge Management, vol. 8 no. 4
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 1 February 2021

Muhammad Umar, Mark Wilson and Jeff Heyl

This study aims to build on the extant literature of knowledge management (KM) capabilities, notably infrastructure and processes, and examine how these capabilities…

Abstract

Purpose

This study aims to build on the extant literature of knowledge management (KM) capabilities, notably infrastructure and processes, and examine how these capabilities influence the resilience of supply chains that experience regular natural disasters.

Design/methodology/approach

A multiple case study approach has been adopted to investigate the role of KM within foods supply chains of two different South Asian regions. This context was selected as these regions are prone to regular natural disruptions and these food supply chains also play a crucial role in the relief process.

Findings

The data shows that supply chain resilience can be enhanced when supply chain members collaborate to generate, share and use knowledge. These KM processes are greatly facilitated by KM infrastructure capabilities. IT advancements, a cohesive collaborative culture and the presence of strong central hubs firms in the network facilitate knowledge generation, knowledge sharing and knowledge utilisation, thus building supply chain resilience. Given the abductive nature of this research, these findings form the most likely associations, but with a degree of uncertainty. Hence, the authors provide propositions for further detailed research in this important area.

Originality/value

This study is one of the few, as far as the authors can tell, that seeks to examine the influence of KM on the resilience of supply chains. Further, uncovering the sub-structure of KM in this context adds to this emerging body of literature.

Details

Journal of Knowledge Management, vol. 25 no. 4
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 9 May 2016

Muhammad Kashif Imran, Muhammad Ilyas, Usman Aslam and Ubaid-Ur-Rahman

The transformation of firms from resource-based-view to knowledge-based-view has extended the importance of organizational learning. Thus, this study aims to develop an…

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Abstract

Purpose

The transformation of firms from resource-based-view to knowledge-based-view has extended the importance of organizational learning. Thus, this study aims to develop an organizational learning model through transformational leadership with indirect effect of knowledge management process capability and interactive role of knowledge-intensive culture.

Design/methodology/approach

Different statistical analyses were done to check the direct, indirect and interactive effects on 204 valid responses.

Findings

The results are clearly depicting that transformational leadership has significant positive impact on organizational learning and knowledge management process capability, and partially mediates the relationship between transformational leadership and organizational learning. Additionally, knowledge-intensive culture has strengthened the relationship between transformational leadership and knowledge management process capability.

Originality/value

This is an overarching and unique conceptual model. After examining the importance of organizational learning in the context of innovative ability, competitive advantage, creativity and organizational performance, management has to initiate steps to induct transformational leaders, develop knowledge-intensive culture and introduce knowledge management processes to boost learning environment in organizations.

Article
Publication date: 1 June 2002

Valarie A. Zeithaml

Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service…

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Abstract

Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.

Details

Managing Service Quality: An International Journal, vol. 12 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

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